Senior Customer Relations Assistant

IMPORTANT NOTICE REGARDING APPLICATION DEADLINE:  please note that the deadline for applications is indicated in local time as per the time zone of the applicant’s location.

This post is a limited-term fixed-term post.

1.     Organizational Context

a.         Organizational Setting

The post is located in the Madrid Infoline Unit (MIU), Madrid Information and Promotion Division (IPD), Madrid Registry.  IPD is responsible for the provision of information on and promotion of the Madrid System with a view to increasing its geographical scope among WIPO Member States and encouraging increased use of the System.  The MIU is responsible for the management of the Madrid customer service.

b.         Purpose Statement

The Senior Customer Relations Assistant, as a member of the Madrid Infoline Unit, is responsible to provide the interface and day-to-day functional support to users and potential users of the Madrid System by processing and replying to standard and non-standard enquiries by email and telephone related to the registration of international trademarks and subsequent transactions.  The incumbent works in accordance with the Madrid Registry Standard Operation Procedures and other established guidelines, templates and scripts.

c.         Reporting Lines

The incumbent works under the supervision of the Coordinator of the Customer Service Unit.

d.        Work Relations

The incumbent has regular contact with processing teams and other work units in the Madrid Registry to obtain clarification for the resolution of complex processing issues.

2.      Duties and Responsibilities

The incumbent will perform the following principal duties:

a.   Ensure a high level of customer support on the Madrid System, Madrid online tools and the eMadrid, via e-mail, telephone and other appropriate channels, interpret information from customers, record and answer customer enquiries regarding standard and non-standard Madrid procedures, maximizing the use of published materials and online tools/services; forward contentious issues to the coordinator for instruction or follow up; monitor the end-to-end enquiry lifecycle ensuring reported issues and enquires are followed up in a timely manner.

b.   Manage incoming enquiries in the ticketing tracking system; this includes analyzing, processing, distributing and escalating enquiries to concerned staff based on subject matter, complexity and priority; monitor the end-to-end enquiry lifecycle ensuring reported issues and enquiries are followed up in a timely manner.

c.   Keep informed of changes to established procedures, rules, regulations and work processes; provide guidance and training to temporary or junior support staff.

d.   Contribute to customer service projects and continuous improvement programs by making recommendations to the coordinator in order to further enhance Madrid online tools and systems, including the elaboration, review and updating of documentation, knowledge base, relevant webpages and other support material. This includes proposing templates and scripts for replies to enquiries and proposing content for FAQs.

e.   Prepare and deliver presentations and regularly participate in trainings and promotional activities, in particular workshops and webinars, and in missions and meetings, organized by WIPO or other entities, of relevance to the Madrid System, notably concerning the eMadrid and the Madrid online tools.

f.    Identify and analyze recurrent issues and problems raised by customers/clients and make proposals on how to offer a more user-friendly service based on customers/clients’ needs; make proposals to improve and rationalize workflows and work processes based on quantitative and qualitative targets.

g.   Propose updates and improvements in the drafting and updating of documentation to support the activities of Madrid Information and Promotion Division.

h.   Perform other related duties as required.

3.      Requirements

Education (Essential)

Completed secondary education.

Formal or on-the-job training in customer service.

Experience (Essential)

At least eight years of related work experience, including experience in providing functional end-user support related to the registration of trademarks.

Experience in formalities processing of trademark applications.

Experience in handling and responding to customer enquiries.

Language (Essential)

Excellent written and spoken knowledge of English and French.

Language (Desirable)

Knowledge of other UN official languages, especially Spanish.

Job Related Competencies (Essential)

Good understanding of the international trademark law, rules, regulations, and ability to work within those rules, regulations and procedures.

Good knowledge and understanding of the operational processes in the Madrid Registry.

Customer/client oriented with the ability to deliver reliable and consistent customer/client services in a timely and professional manner; ability to provide information and reply to enquiries in a clear and concise manner; excellent phone and email etiquette.

Good understanding of the IT tools and systems used for customer service.

Excellent time management and work organization skills.

Ability to work on own initiative and with a marked sense of teamwork and shared responsibility.

Excellent communication and interpersonal skills and ability to establish and maintain good working relationships in a multi-cultural environment with sensitivity and respect for diversity.

Client orientation, with the ability to deliver high-quality client services.

Organizational skills and ability to work under pressure and independently.

Good analytical and problem-solving skills and adaptable to new tasks.

Job Related Competencies (Desirable)

Knowledge of web tools and/or an understanding of software development/support methodologies.

4.      Organizational Competencies